Customer Successapproved
Refund window
policies/refunds.md
“Is this purchase eligible for a refund?”
State the window, the exceptions, and the escalation path in one customer-safe page.
- Owner
- customer-success
- Audience
- external
Example library
Start with the answers your AI cannot afford to guess
A dependable source is not a dump of every file. It is a handful of focused pages, each with a clear owner, a stated audience, and a current approved version.
Data & analyticsapproved
Active-user definition
metrics/active-user.md
“What counts as an active user?”
Pin down the exact time window, the qualifying event, the exclusions, and the source-of-truth table.
- Owner
- product-analytics
- Audience
- internal
IT operationsapproved
Lost-device procedure
operations/lost-device.md
“What do I do when a company laptop is lost?”
Name the first action, the deadline, the escalation contact, and what the employee must not do.
- Owner
- security-operations
- Audience
- internal
Deal Desk & RevOpsapproved
Discount authority
sales/discount-policy.md
“Which discount can a rep offer without approval?”
Set the thresholds, the term rules, the exceptions, and who signs off above the threshold.
- Owner
- revenue-operations
- Audience
- internal
Product operationsapproved
Feature availability
product/audit-export.md
“Which plans include audit-log export?”
List the eligible plans, the rollout state, the export format, and any region-specific limit.
- Owner
- product-operations
- Audience
- external
Engineering platformapproved
Orders source of truth
systems/orders.md
“Which system owns order status?”
Identify the owning service, the canonical table, the status meaning, and the downstream copies.
- Owner
- commerce-platform
- Audience
- internal
Copy the pattern
A definition every assistant can cite
The editor gives your team a normal writing surface with a few structured fields. Underneath, each page stays portable markdown and YAML.
- One page, one job. A focused answer is easier to own, review, and correct than a long page of mixed guidance.
- A named owner. The person or team closest to the answer signs off on meaningful changes.
- An explicit audience. Each page says whether a customer-facing or internal-only assistant is cleared to read it.
- A version you can check. Every approved change keeps the source page, version, author, reviewer, and approval time.
metrics/active-user.md
--- title: Active user type: metric owner: product-analytics classification: internal status: approved --- A user with at least one qualifying session in the trailing 28 days. Signups without a qualifying session are excluded. The source event is events/session.md.
Build your first approved answer
Pick one example, adapt it to your business, approve it, and connect the AI assistants your team already uses.
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